Vineet Menon Email & Phone Number

Gurugram, Haryana, India

• Led business operations and service delivery for a premier technical program with a global support reach. Program Size: 1200+ FTE across 3 locations in India. • Collaborated with the team to design and optimize workflows, improving time to resolve, resulting in a 30% reduction in resolution time.• Elevated service delivery by analyzing customer feedback and performance data, training staff, reiterating customer focus, monitoring performance, improving customer satisfaction by 20%. .• Supervised ramp-up of two lines of business and effectively launched a new Premier line of business across locations.• Cultivated client relationships and innovation, earning stellar Voice of Customer survey ratings.• Empowered staff through evaluations, targeted training, and strategic initiatives, bringing down month-on-month average attrition by 30%.• Coordinated with the leadership and cross-functional teams to maximize resource allocation, optimize costs, streamline processes, and incentivize outperformance, leading to a surge in revenue per head to $1900 from $1350.

Gurugram, Haryana, India

• Directed IT and BPM account in a startup, focusing on international and domestic market, while scouting for new opportunities, and shaping business strategies.• Managed business operations for global server support, catering to niche B2B customers, achieving an 85% CSAT and 90% resolution rate.• Collaborated with senior leadership in building Request for Proposal (RFP) responses for new business proposals including plans, timelines, budgeting, and knowledge transfer. Creating bid pitch presentations and participating in negotiations.• Supervised the launch of a leading prop tech business, scaling operations every 3 months. Formulated, monitored, and aligned performance metrics with organizational goals.

Gurugram, Haryana, India

• Steered BPM operations involving 300+ FTEs, servicing clients across geographical locations.• Led operational strategy and delivery to optimize security software products with a focus on reducing chargebacks and refunds, enhancing the Net Promoter Score (NPS), and minimizing customer escalations. • Pioneered the expansion program, achieving exponential growth in headcount, driving operational efficiency, achieving substantial revenue upswing. • Instituted a robust compliance check and monitoring system and ensuring strict adherence to policy and regulatory requirements.• Orchestrated seamless day-to-day contact center operations, optimizing operational efficiency, attained a remarkable 25% increase in Net Promoter Score (NPS), a 12.5% boost in First Call Resolution (FCR), and a 40% increase in customer retention.• Conducted comprehensive evaluations, skill gap analyses, and customized training programs, leading to a 15% improvement in team performance and a 30% decrease in employee turnover.• Established and nurtured strategic client relationships, resulting in a 20% increase in client retention and 10% addition to annual revenue through upselling and cross-selling initiatives.• Conducted root cause analysis to identify underlying reasons for chargebacks, followed by implementing targeted process improvements such as enhanced fraud detection measures, customer education initiatives, and streamlined dispute resolution processes, resulting in a reduction of chargebacks from 2% to less than 1%.

Gurugram, Haryana, India

• Headed 200+ FTE "Managed IT Services" for customers in the Americas, EMEA, and APAC, with annual revenue of $1M through cross-selling and upselling initiatives.• Oversaw daily operations, ensuring efficient and effective service delivery.• Handled escalations and resolved complex customer issues or complaints promptly and effectively.• Developed and implemented strategies to improve operational efficiency, productivity, and customer satisfaction, including cross-selling and upselling initiatives. • Monitored key performance indicators (KPIs) and metrics to track the performance of the voice and chat operations, analyzed trends, and identified areas for improvement, including NPS, FCR, and quality metrics. • Collaborated with other departments, such as quality assurance, training, IT, and workforce management, to ensure seamless workflow and communication.• Conducted regular performance reviews and provided feedback to team members; identified training and development needs; and implemented training programs to address them.• Ensured compliance with company policies, procedures, and regulatory requirements. • Budget management and resource allocation, ensuring optimal utilization of resources.• Continuously evaluated and improved processes, systems, and technologies used in voice and chat operations to drive innovation and efficiency.• Keeping abreast of industry trends, best practices, and emerging technologies in voice and chat operations and implementing relevant changes or improvements.

Gurugram, Haryana, India

• Managed operations and service delivery for voice and chat processes across the Americas, APAC, and EMEA regions, overseeing a team of 100+ FTEs. • Supervised daily tech operations and ensured adherence to operational standards.• Implemented strategies to improve operational efficiency and productivity. • Handled escalations and resolved customer complaints or issues promptly. • Defined and streamlined processes for immediate de-escalation of customer complaints, leading to a reduction in chargebacks to less than 1.5% and refunds to less than 5%. • Drive cross-sales and up-sales, focusing on sales pitch, correct positioning of products, and product mix, leading to an increase in sales revenue of 10% month-on-month. • Conducted regular performance evaluations and provided feedback to team leaders.• Developed and implemented training programs to enhance the skills and knowledge of team members.• Analyzed performance data and generated reports for management review.• Ensured compliance with company policies, procedures, and regulatory requirements.

Delhi, India

• Oversaw the voice process's operations and service delivery for a leading US telecom and ISP brand for its broadband and narrowband offerings for US consumers.• In charge of overseeing the operational delivery of 60+ FTEs. • Mapped the needs of the business and arranging the creation and execution of procedures in compliance with the established standards.• Tracked the process's overall performance, pinpointing areas for improvement, and putting the right policies in place to raise customer satisfaction levels.• In charge of ensuring that new staff receive adequate on-the-job training and a smooth transfer to the production floor.• Took initiative in discovering opportunities to improve customer satisfaction.• Management and handling of all client escalations at the process level. • Responsible for preparing and showcasing biweekly performance reviews.• Analyzed reports, including process dashboards, span performance reports, and initiated appropriate action plans.• Collaborated with support functions to ensure the smoothening of operations.• Led span reviews with the team leads on a weekly/ monthly basis for performance trending and span improvement.• Performance management through assessment of progress toward achieving predetermined goals, adding relevant communication and action to the progress achieved against these predetermined goals. • Actively participated in the focus group discussions of the process dealing with the issues faced at a process level and quick problem solving. • Ensured business continuity and involving a business continuity plan in times of disaster.Initiatives:• Productivity improvement applying Lean Methodology. • Drove new customer experience metric, showcasing improvement of 50%.

Kolkata, West Bengal, India

• Led teams for desktop, laptop, and printer support for a leading global computer manufacturer for its North American customers. Directed bottom-quartile management and OJT teams.• Managed daily operations and drove key performance indicators (CSAT, total problem resolution, first call resolution, and quality).• Maintained staff productivity, ensuring scheduled adherence.• Controlled attrition and absenteeism.• Provided guidance and support to team members, fostering a collaborative work environment.• Conducted regular performance evaluations, identifying trends and training needs, and coaching sessions to enhance team performance.• Managed OJT teams and piloted outlier programs for improvement in resolution scores and customer satisfaction.• Collaborated with cross-functional teams to address customer issues promptly and effectively.• Steered process-wide drive to reduce open cases per bin per engineer, leading to healthy open case bin size, speedy issue resolution, and improved customer satisfaction.

Kolkata, West Bengal, India

• Led voice operations as team leader, overseeing a dedicated team and ensuring seamless customer service delivery.• Managed daily operations and drove key performance indicators, CSAT, Total Problem Resolution, First Call Resolution and Quality. • Maintained staff productivity, ensuring scheduled adherence. • Controlled attrition and absenteeism. • Provided guidance and support to team members, fostering a collaborative work environment.• Conducted regular performance evaluations, identifying trends and training needs, and coaching sessions to enhance team performance.• Implemented process improvements to streamline operations and enhance efficiency.• Collaborated with cross-functional teams to address customer issues promptly and effectively.Recognized as Best Team Leader twice in the FY 2007-08.

Kolkata, West Bengal, India

• Oversaw call monitoring and compliance audits for the largest global computer manufacturer. • Conducted call monitoring for voice agents.• Shared audit findings with agents and supervisors individually.• Identified areas for improvement and conducted training sessions.• Led weekly supervisor calibrations and attended enterprise-wide calibrations.• Participated in weekly knowledge-sharing sessions with quality analysts from other sites.• Report audit findings to stakeholders and clients.• Performed performance reviews and analysis.We ensured 95% call compliance and 85% call quality, elevating customer satisfaction by 15%.

Kolkata, West Bengal, India

Provided voice and chat support for a leading global computer manufacturer, serving customers in the Americas. Offered desktop support for hardware and Windows Operating System, printers, email applications, MS Office, and internet troubleshooting.Recognized for highest productivity, exemplary customer service, and being a being a top performer throughout this role.

Master'S Degree, Accounting And Finance

Activities and Societies: I was voted as a student representative to the university student body in both years.

Bachelor'S Degree, Business/Commerce, General

Indian School Certificate Examinations (Isc), Accounting, Commerce, Economics

Indian Certificate Of Secondary Education (Icse), General - English, Hindi, Mathematics, Physics, Chemistry, Biology, Accounts, Computers

Activities and Societies: Quiz Club, Chess Club